BSI Business Systems Integration AG

BSI Study: Mobile CRM, CRM as the central working tool and social CRM are the CRM Trends in 2011

Wed, 29 Jun 2011 14:34:00 +0200

For the third time in a row, BSI Business Systems AG surveyed decision-makers on the topic of customer relationship management (CRM) at the Swiss CRM Forum, held on June 23, 2011 at Zürcher Hallenstadion. This year's survey spotlighted the areas in which CRM software is used as well as the personal trends among decision-makers. Seventy-seven percent of those surveyed now use professional software support for customer care. However, small companies tend to not (yet) use CRM software, while large and midsized companies probably already do. According to the survey, sales and marketing staff are the main users of CRM software (74 and 66 percent of those surveyed respectively). Yet its use in service, business management and contact centers has also become widespread (40 percent of those surveyed in these areas). The survey revealed comparatively surprising results in regard to the question regarding personal trends for 2011. The survey showed that mobile CRM (mentioned by 42 percent of those surveyed), the use of CRM as a central working tool (37 percent) and social CRM (26 percent) were by far the top three CRM trends among decision-makers. The topic of cloud CRM, which seems to be on everyone’s lips these days, ran far behind the others in importance, with just 13 percent, along with the issue of data protection, mentioned by just 10 percent. You will find more detailed information in the

press release

Eclipse Scout on board the “Indigo” Release Train

Wed, 22 Jun 2011 15:28:00 +0200

Eclipse Scout, the Eclipse project run by BSI, is on board the Eclipse Foundation’s Annual Release Train this year for the first time. The Business Application Framework based on the Eclipse platform is for the implementation of business-critical enterprise software. As a component of the “Indigo” Release Train, which shall be published worldwide on June 22, 2011, all Eclipse developers will also have access to the latest version of Eclipse Scout. The Scout Team’s next major goal: Eclipse Scout shall also become established as a development tool and framework for business applications in other companies. Eclipse Scout will also support the implementation of Web GUIs starting in autumn 2011. You will find more detailed information in the press release.
UPDATE: The Indigo Release is live and downloadable at:

http://www.eclipse.org/downloads

CRM project at AMAG

Tue, 21 Jun 2011 07:43:00 +0200

At AMAG Automobil- und Motoren AG, Switzerland’s leading car dealership. BSI is replacing the old systems, which were isolated from one another, and by 2013 shall implement a customer management system with comprehensive features on the basis of BSI CRM. First to be realized shall be corporate customer support (the fleet business). This will be subsequently followed by partner support, which connects AMAG’s own garages and partner garages. And in the final phase, end-customers will also be looked after through the CRM. The result will be a company-wide 360 degree CRM platform for both private and corporate customers, containing solutions for marketing, sales and existing customer care.

Users can already use and familiarize themselves with the CRM for corporate customers at AMAG Import and AMAG Retail. In addition to typical CRM and fleet management features, such as reference data, a 360 degree view of customer and contract data, contract management and car policy, users are also receiving a comprehensive offer generator that they can use to create contracts and offers at the touch of a button. Leads can be entered and accompanied through the sales process. An integrated external Web configuration tool enables vehicles to be individually combined and added to the CRM via the Web service.

“The multi-client capability is a real highlight at AMAG: Each person and company exists only once throughout the entire CRM. However, all objects can be shared by multiple clients, which means that the system enables good teamwork among key account managers. The feedback provide by the initial users shall flow back into the final version of the system, which we shall activate in September,” summed up Samuel Moser, Project Manager at BSI.

We wish the BSI CRM users at AMAG lots of fun with their new system.

BSI CRM goes live at Versicherungskammer Bayern

Tue, 14 Jun 2011 10:29:00 +0200

BSI is replacing the old CRM system in operational departments of Versicherungskammer Bayern, Germany’s largest public insurer. A joint solution was created for the nearly 300 sales agents of Landesbrand Vertriebs- und Kundenmanagement GmbH, which starting July 2011 shall cover all customer and contract data, including the corresponding application management.

The first components of the new CRM went live back in April 2011, including functions for Marketing. The baptism by fire – a centrally controlled, multilevel letter mailing to around 300,000 customers to mark the company's 200-year anniversary – went off without a hitch. The agencies of Versicherungskammer Bayern Landesbrand Vertriebs- und Kundenmanagement GmbH are also productively using BSI CRM. Staff members can already access customer data and a portion of the contracts.

The agencies previously used entirely independent databases within the same system. BSI CRM integrates data management in a central system with authorization logistics and also offers new functions, such as controlling and campaign management.

“We wanted to be able to flexibly integrate databases from difference sources. The new software should also offer modern CRM functions. When it came to these requirements, BSI CRM was convincing. We have already conducted the first customer mailing," summarized Claus-Peter Achatz, Head of Sales Support at Versicherungskammer Bayern Landesbrand Vertriebs- und Kundenmanagement GmbH.

Urs Frick, Project Head at BSI, added: “We implemented this project using the Scrum method. This means that the collaboration with the technical department at Versicherungskammer Bayern was and remains very close and accompanied by a good atmosphere. Challenges that are typical for replacement projects, such as pruning old structures and introducing new concepts are solved much more easily this way."

We wish Versicherungskammer Bayern continued success with BSI CRM!

Meeting BSI 01/11 has arrived

Wed, 11 May 2011 08:39:00 +0200

Generation Y is entering the workforce. This generation grew up with PCs and the Internet. Social Networks, chat, and always-on are normal for these people born after 1980. And they influence their values. Competence is no longer comes automatically with to the status of a person, nor age nor the amount of time spent at the same company. Competence and the associated respect, have to be earned. The sharing of knowledge and the participation in the communication of the community are essential strategies – it is all about feedback. This naturally doesn’t stay without consequences for companies. Young, well-educated people expect that companies adapt to those values and are not willing to budge like Generation X was. Old pyramid and line structures are slowly cracking. The new working world looks more like a network made out of more or less strong ties. Project teams bring people together for a defined time to work alongside according to their skills. And projects teams are not constricted to company boundaries. Read in our lead article how lessons lernt from online networks can be translated to companies. The example of an online cake community shows when growth turns into a problem and how social systems self-regulate – without any hierarchies. Furthermore we invite you to read about interesting projects for our clients. This time we interviewed Lidl and the Swiss Post. Lidl is centralizing its customer service in Germany in one Contact Center using BSI Contact. The Swiss Post is reacting to demographic change by introducing an Agency model, whereby local stores can offer postal services. Here the Swiss Post relies on BSI - a long standing IT partner. Please also read why we think that classical CRM is dead, and why it stays our main business nevertheless. Enjoy reading! If you would like to peep into the magazine already, you can download it here.

BSI Strategic Board 2011

Wed, 13 Apr 2011 09:45:00 +0200

On Wednesday, April 6, 2012 BSI invited a selection of customers to the first Strategic Board in Zurich. Around 4 pm the guests met in the new office just vis-a-vis of the ETH for coffee and cakes. After a short walk to the neighbouring University of Zurich the actual "work" started. Zum theoretischen Input von Zukunftsforscher Dr. Stephan Sigrist von W.I.R.E. wurden in vier Speeddating-Runden à zwei Personen und sieben Minuten ganz persönliche Visionen von CRM und Kundenservice im Jahr 2030 entwickelt. Als Rahmen fungierten drei Megatrends:

„Zeitalter des Wissens – Der Kunde ist oft besser informiert als der Experte“ „Der mobile Kunde – Kunden sind laufend unterwegs und fordern entsprechende Lösungen“ „Die Netzwerkökonomie – Soziale Netzwerke verbinden immer mehr Menschen rund um den Globus“ sowie „Ihre Vision für die Zukunft der kundenorientierte IT“.
Es wurde angeregt diskutiert – nicht nur in den Speeddating-Runden, auch bei der Auswertung der Ergebnisse im Anschluss. Den durchaus spannenden Output

finden Sie hier zum Download

.

Beim anschliessenden Essen und Umtrunk tauschten sich die Teilnehmer bei einem Rundumblick über Zürich bis spät in den Abend aus. Hier finden Sie einige Bilder vom Event.

Wir danken unseren Gästen und freuen uns bereits auf das BSI Strategic Board 2012.

Swiss Life Network to work with BSI CRM

Tue, 29 Mar 2011 10:27:00 +0200

Swiss Life Network is disbanding its aging CRM system and replacing the application with BSI CRM. The new software, which entered productive operation at the end of 2010, facilitates the management and reporting of customer and contract data. The CRM solution also supplies continuous opportunity management both for the Swiss Life Network and its business partners. A particular challenge in this project was presented by the depiction of the rather complex company structures and business relationships in the CRM. What’s more, the new CRM solution offers a wide range of interface connections to peripheral systems. You will find a brief project description in the

press release

Review on EclipseCon

Mon, 28 Mar 2011 17:01:00 +0200

CallCenterWorld trend survey 2011

Tue, 01 Mar 2011 13:28:00 +0100

As we could see on this year's CallCenterWorld, which took place in Berlin last week, the call center sector is still a growing branch. Social Media was ubiquitous on the tradefair. Nevertheless, as a trend survery of BSI among 294 visitors shows, decision makers who are searching for contact center software are still interested the most in basic functionalities like an intuitive GUI (59 percent), a good price-performance ratio (44 percent) as well as an ideal process support of agents (55 percent). Anyway, the integration of Social Media channels - one of the biggest trends in BSI's CallCenterWorld survey last year - is a standard feature of contact center software for 15 percent already. The two biggest trends of this year concerning to the BSI survey are the structural change in contact centers caused by technology (34 percent) as well as the centralization of information in one single software system (35 percent). You will find a summary of the survey in our

press release

(in German).

BSI at CallCenterWorld

Sun, 20 Feb 2011 16:44:00 +0100

Visit us at the CallCenterWorld. The trade show opens its doors on Tuesday morning. We would be delighted to serve you some good Swiss coffee at our booth 4 D17 in hall 4. We will be reporting live from the congress via twitter, however mainly in German. Follow us:

www.twitter.com/bsiag_com

It's all about challenging and pampering people

Sun, 20 Feb 2011 00:00:00 +0100

Computerwoche reports on working at BSI which says that the perfect mix of pampering and...

Good to know

Mon, 13 Dec 2010 14:16:00 +0100

We think software should be customized to user’s processes and not vice versa. Because of this we enable administrators to flexibly arrange processes in BSI CRM and BSI Contact without IT knowledge. With the help of our so called Process Wizard, business cases of a company can be arranged out of readymade blocks, so called “Steps”. By doing this, you can also integrate other internal departments, suppliers or other software systems like prices calculations in SAP. Branches, mutations and “cycles” are also possible. Processes guide and lead, but do not restrict The Process Wizard follows the „End to End Process Management“ concept: customer requests are registered in the beginning and then guided through the company to the solution of the request, without changing the channel or multiple phone calls; requests are handled consistently without gaps and also beyond department and system borders. Processes can be more or less guided. Three typical cases solved with BSI CRM and BSI Contact are: The agreement process with credit card issuers: Processes are tightly guided here to strictly correspond to legal purposes. Complaint management: Here, you will find moderately guided processes. The collection of data is tightly guided, but in the end the agent is relatively free, he or she can give compensations as vouchers on different levels for example. Loosely guided processes are often used in Sales: Sales team members must have the chance to react flexible and they need all relevant product information at hand to the right time. You can store that information in the Knowledge Database in BSI CRM and BSI Contact. Knowledge Databases and text blocks give competency to agents and lead to more efficiency The Process Wizard is the central tool in the Contact Center view of BSI CRM and in BSI Contact. Also, users get additional support from Knowledge Databases: Here, they will find essential know-how fitting to the current process, for example product data sheets, corresponding processes or specialists in the team. Another helpful tool is text blocks which can be stored in processes: They help for example in oral argumentation on the phone or with efficient letter or e-mail writing. Users need not to leave the system to use these tools. You will find more information on process design with BSI CRM and BSI Contact here: Der Prozess Wizard ist das zentrale Werkzeug in der Contact Center-Sicht von BSI CRM und in BSI Contact. Weitere Unterstützung erhalten die User durch eine Wissensdatenbank: hier finden sie wichtiges Know-how zum Prozess, z. B. Produktdatenblätter, aber auch verwandte Prozesse und zuständige Spezialisten. Eine weitere Hilfe sind Textbausteine, die in den Prozessen hinterlegt werden können: sie helfen beispielsweise bei der mündlichen Argumentation am Telefon oder bei der effizienten Verfassung von schriftlichen Dokumenten. Das System muss nicht verlassen werden, um auf diese Werkzeuge zuzugreifen. You will find more information here:

Efficiently organize processes

BSI CRM

BSI Contact

Hot autumn for open source

Tue, 26 Oct 2010 15:23:00 +0200

The topic of open source software will be the focus of events in coming weeks, including at the Eclipse Day Paris and Eclipse Summit Ludwigsburg, where BSI Business Systems Integration AG will also be represented. BSI has been a solutions member of the Eclipse Foundation, the official Eclipse developer community, since April 2009. BSI provides the Scout Framework, which forms the basis of all BSI products, as a component of the Eclipse platform. Conference attendees will have the opportunity to take a close look at Scout. Those in charge of Eclipse at BSI, Matthias Zimmermann and Andreas Hoegger, will introduce Scout in a presentation and demonstrate the development of essential business applications using it.

Eclipse Summit Ludwigsburg vom November 2 - 4, 2010
The presentation by Andreas Hoegger and Matthias Zimmermann, entitled "Eclipse Scout Queerbeet" (Eclipse Scout across country), schall take place in room 5 on November 3. You will find further information

here

, and you can also register

here

. Moreover, you will find Andreas Hoegger and Matthias Zimmermann at booth 17. Eclipse Day Paris on November 5, 2010
The presentation by Andreas Hoegger and Matthias Zimmerman, entitled “BSI Eclipse Scout” shall take place in Salle 1 from 4:00-4:40 pm. Further information about the contents of the presentation can be found the website eclipsedayparis, and you can also register there.

More info about Scout

meeting BSI 02/10

Mon, 04 Oct 2010 19:29:00 +0200

The fall issue of our customer magazine «meeting BSI» has just been delivered to our clients mail boxes. In the keynote article author Johannes Schweikle presents instrument builders from Markneukirchen who have a passion for their craftmanship. We at BSI share this passion, one of our values says: We are craftsmen. Enjoy reading! You do not yet receive our customer magazine? Please sign up by e-mail to

Catherine Crowden

and receive the magazine for free. We also appreciate comments and feedback.

Download the magazine

CH OPEN SOURCE AWARDS

Mon, 09 Aug 2010 11:39:00 +0200

Eclipse Scout – BSI's open source framework – has been nominated for the CH Open Source Award 2010 in the «contribution» category. The award distinguishes communities, companies and public institutions which have developed and published software under an open source licence. The winners will be presented at this year's Open Source Forum in Zurich on September 1st (Kongresshaus). Further information

Official CH OPEN Source Award site

First choice for insurers

Wed, 09 Jun 2010 16:52:00 +0200

BSI has grown powerfully over the past two years in the insurance market. More and more companies from Switzerland and Germany choose BSI CRM to manage their customer relations. Our expert Markus Brunold talked to "meeting BSI" about the reasons why. Read the

interview

Office Berne

Wed, 02 Jun 2010 10:17:00 +0200

Last week BSI Berne moved to the new offices on Villettemattstrasse 15. The central location and proximity to Berne's Central Station were decisive factors for the relocation. The team welcomes visitors.

Address details

Locations and directions

Eclipse Banking Day

Mon, 31 May 2010 10:11:00 +0200

On June 1, 2010 the banking community of Copenhagen is meeting at IBM Denmark. Senior technical developers, architects and managers learn how to better leverage Eclipse technology and the Eclipse community as part of their development strategy. BSI will present several customer cases in the speech "Eclipse Scout in the Banking Industry". Please find more information on the

Eclipse homepage

. More information on

Eclipse Scout

meeting BSI

Wed, 26 May 2010 15:33:00 +0200

Rahel Willhardt explains how companies can successfully use consumer knowledge in product development. Our customers report from their projects and BSI employee Christian Döbele from Frankfurt am Main.

Enjoy reading. We highly appreciate your feedback! You don't yet receive our magazine and would like to receive the printed version by post. Then please send me an e-mail to: catherine.crowden(at)bsiag.com

Sweet Semester Start

Wed, 07 Apr 2010 14:38:00 +0200

On Tuesday, 13 April 2010, from 11 am onwadrs you should pass by the TU Darmstadt if you have a sweet tooth (especially if you have lectures to attend). Mike and his team are giving away Swiss chocolate at the main entrance.
Linh to our job openings: BSI Deutschland sucht

Mitarbeiter

(in German).